The player from Ecuador experienced severe technical issues while playing VIP Blackjack on FunPlay, including disappearing dealer video and unauthorized bets, during his session on October 6, 2025. Despite contacting FunPlay with evidence, the casino refused to acknowledge the technical problem, attributing it to internet issues, while the player requested a full review of the session and compensation for his losses. The Complaints Team concluded that without video evidence of the malfunction during the game and confirmation that bets were accepted normally, the complaint could not be pursued further. The player was advised to reach out to the relevant gaming authority for further assistance.
Funplay Casino - Player faces unresolved technical issues with FunPlay.
Closed
Our verdict
Insufficient evidence from player
Amount: $2,400
Funplay Casino
Safety Index:LowCase summary
Discussion
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2 months ago
Translation
Hello,
I've been a regular FunPlay player for several years and typically rely on their service. However, during a session on October 6, 2025, I experienced serious technical issues while playing VIP Blackjack in Spanish, a table operated by Evolution Gaming.
I started my session with $800, went up to $2,000, and after an initial loss of $100, the failures began:
The dealer's video would completely disappear during hands.
The system still allowed betting and displayed card icons, but I couldn't see the cards or the deal in real time.
The video would come back with the cards already stacked, which reduced my reaction time and affected my decisions.
In one of the last hands, the system doubled my bet in two boxes without my input, which was not authorized.
Other players also stopped playing and the table went dead, proving it wasn't a problem with my connection.
Trying to recover some of the balance, I recharged an additional USD 500, but the failures persisted and I ended up losing everything in totally abnormal conditions.
I have a video recorded minutes after the incident (at the same table) where you can see the same video error and lack of response from the dealer.
I contacted FunPlay and attached evidence.
Their response was that "no errors were detected and that the fault was with the Internet," based on a single hand of the session.
However:
My connection was stable (I was able to continue playing at other tables without any problems).
If it was an internet failure, you wouldn't have been able to continue betting normally, and the system would have shown disconnection or delay.
The problem was limited to that Evolution table, confirming that the error was on the provider's side, not the player's.
FunPlay refuses to review the full session or offer compensation or a refund, and Evolution Gaming has not provided a direct response despite being the game's technical provider.
For all the above, I request:
1. Complete review of my session between 7:00 PM and 7:25 PM on October 6, 2025.
2. Evolution Gaming technical verification of transmission errors.
3. Fair compensation or partial reimbursement for losses generated under unstable technical conditions.
I'm attaching screenshots of the chat with FunPlay, my betting history, and the video that clearly shows the error.
Thank you for your time and support.
Name: Alejandro E.
Platform: FunPlay
Game provider: Evolution Gaming
Game: VIP Blackjack in Spanish
Incident Date: October 6, 2025
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please confirm whether you have any video evidence showing the game errors while you still had an active balance in your account? The videos you uploaded with your complaint appear to show a zero balance.
- Did you continue placing bets after noticing glitches or irregularities during your gameplay?
- Were your bets being accepted and processed normally despite the connection issues?
- During the time you experienced these problems, did you have any winning bets, or were all of them settled as losses?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Dear Alejanj25,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Translation
Hello! I don't have any videos of the moment. Normally, my bet was accepted, everything was normal, and then suddenly the video would disappear, making it obviously confusing to make decisions. The time it took to display the icons while I was playing was too short to make decisions. Suddenly, it seemed like everything had been normal, so I would go back to playing, and the moment I was in the game again, the game would disappear, which caused me confusion, frustration, and anger. It seemed totally unfair to me. The bets were never denied or rejected; at that moment, there was no problem at all. The errors were only at the time of dealing cards and playing. During that time, I lost every bet except one, as I show in my betting log below. There is a winning bet at another table.
which didn't give any problems, but it wouldn't accept the levels I play. The situation seems unfair to me because of the time it gave me to make decisions; maybe there's rigging or something on the platform's part. But obviously, not having video in a live game and reducing the time to make decisions affects the game and everything that comes with it.
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1 month ago
Thank you for your reply and for clarifying your situation. I understand that this experience must have been frustrating, especially when the video feed was not functioning properly.
However, please note that Casino.Guru does not have the technical means or authority to verify or reconstruct live game sessions, including those operated by third-party providers. The full verification of technical incidents or video transmission failures can only be performed by the casino in cooperation with the game provider themselves.
Since you confirmed that your bets were accepted and processed normally, and that no video evidence exists showing the malfunction while you still had an active balance, we unfortunately cannot proceed further with this complaint.
If you believe that the issue was caused by a technical failure on the provider’s side and the casino has not reviewed the full session properly, we recommend contacting the relevant gaming authority or regulator directly, as they are the only body able to request a detailed technical audit from the provider.
For these reasons, I’m forced to reject this complaint.
I hope this explanation brings more clarity to our decision.
Best regards
Veronika
